Lead Application Support Engineer

DTCC; Makati; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Job summary

DTCC, a leading global financial services infrastructure provider, seeks an experienced IT professional to join its Development/IT Operations team. You will manage incident response, troubleshoot complex applications, and collaborate across teams to enhance reliability and security in hybrid cloud environments.

The role emphasizes governance, DR planning, and proactive observability improvements. With a strong background in mainframe and distributed systems, you will engage with stakeholders to

Qualifications

• Bachelor's degree or equivalent experience.
• 10+ years of related IT experience preferred for senior roles.
• Knowledge of mainframe and distributed/cloud environments.

Responsibilities

• Lead incident response and major incident coordination.
• Triage, debug, and resolve production issues across on-prem, cloud, and hybrid platforms.
• Review designs, identify gaps, and recommend performance improvements.
• Monitor and alert across distributed and mainframe environments.
• Support audits with accurate documentation and evidence.
• Participate in disaster recovery exercises and BCM evidence collection.
• Collaborate across teams to ensure operational readiness and稳定ly improve observability.

Skills

ITIL processes

Major Incident management

Root cause analysis

Monitoring & alerting

Cybersecurity best practices

Audit support

Disaster Recovery

Automation opportunities

Cross-team collaboration

Documentation & runbooks

Education

Bachelor's degree

Tools

COBOL

JCL

DB2

CICS

SPUFI

FileAID

Unix

Linux

Windows

SQL/PLSQL

DB2, Oracle, Snowflake

Splunk

Dynatrace

ThousandEyes

Grafana

Selenium

HiPam

Zolda

MQ

Kafka

AWS

Azure

OpenShift

RDS Aurora

PostgreSQL

AutoSys

Control-M

Job description

Job Description

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact you will have in this role:

The Development family is responsible for creating, designing, deploying, and supporting applications, programs, and software solutions. May include research, new development, prototyping, modification, reuse, re-engineering, maintenance, or any other activities related to software products used internally or externally on product platforms supported by the firm. The software development process requires in-depth subject matter expertise in existing and emerging development methodologies, tools, and programming languages. Software Developers work closely with business partners and / or external clients in defining requirements and implementing solutions. The Application Support Engineering role specializes in maintaining and providing technical support for all applications that are beyond the development stage and are running in the daily operations of the firm. Works closely with development teams, infrastructure partners, and internal / external clients to escalate and resolve technical support incidents.

Your Primary Responsibilities:

• Demonstrated experience with ITIL Change, Incident, and Problem Management processes.
• Lead the resolution of critical production issues by coordinating Major Incident calls, engaging appropriate teams, and driving root cause analysis to closure.
• Troubleshoot and debug application and system components within complex, highly regulated environments spanning on-premise, cloud, and hybrid platforms.
• Review and analyze proposed application designs, identifying operational gaps and providing recommendations to improve performance, resiliency, and supportability.
• Hands-on experience with monitoring and alerting across distributed, cloud, and mainframe environments.
• Strong understanding of cybersecurity best practices, including access controls, password management, and malware detection.
• Participate in Monthly Service Reviews (MSR) with development partners to review KPIs, operational metrics, and service performance.
• Execute responsibilities during planned and unplanned Disaster Recovery and Loss-of-Region events, ensuring required tasks are completed and evidence is collected.
• Collaborate effectively within the team and across functional groups to resolve application issues and elevate when necessary.
• Support internal and external audit requests by providing accurate documentation and evidence in a timely manner.
• Plan and execute certificate creation and renewals as required to support secure application operations.
• Create, enhance, and monitor dashboards to improve observability and proactively identify potential issues.
• Demonstrated ability to gather, analyze, and translate project and operational requirements into technical specifications.
• Deep understanding of the full application lifecycle, including development, testing, deployment, and support.
• Strong verbal and written communication skills, with the ability to communicate clearly and effectively with technical and non-technical stakeholders.
• Promote a culture of transparency, accountability, and continuous improvement.
• Review and validate analysis performed by team members and implement corrective actions to prevent incident recurrence.
• Resolve critical application alerts promptly, including production defects, providing clear business impact assessments and root-cause analysis; support minor enhancements as needed.
• Review, update, and maintain knowledge articles and runbooks in partnership with application development teams to ensure accuracy and relevance.
• Validate and submit responses for audit-related requests for information (RFI).
• Review and execute Disaster Recovery procedures and scripts during outages, ensuring Business Continuity Management (BCM) evidence is properly documented.
• Identify and implement automation opportunities to reduce manual effort and improve efficiency in application monitoring and support processes.
• Partner with development teams throughout the design and development lifecycle to ensure applications are operationally ready and supportable.

Qualifications:

• Minimum of 10 years of related experience
• Bachelor's degree preferred or equivalent experience
• Technical Qualifications Secondary (Mainframe):
• Mainframe troubleshooting and support skills (COBOL, JCL, DB2, DB2 Stored Procedures, CICS, SPUFI, File aid)
• Mainframe scheduling (Job abends, Predecessor/Successor)
• Technical Qualifications Primary (Distributed/Cloud):
• Hands on experience in Mainframe, Unix, Linux, Windows, SQL/PLSQL
• Familiarity working with relational databases (DB2, Oracle, Snowflake)
• Monitoring and Data Tools experience (Splunk, DynaTrace, Thousand Eyes, Grafana, Selenium,HiPam, IBM Zolda)
• Data Streaming ( Distibuted MQ's, Kafka)
• Cloud Technologies (AWS services (S3, EC2,Lambda,SQS,IAM roles), Azure, OpenShift, RDS Aurora, Postgress)
• Scheduling Tool experience (CA AutoSys, Control-M)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

About Us

With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC's subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC's Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at www.dtcc.com or connect with us on LinkedIn , X , YouTube , Facebook and Instagram.

DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you'll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It's the chance to make a difference at a company that's truly one of a kind.

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About the Team

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.